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The state of service expectations

What your customers really want from service and support teams

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Today’s customers aren’t just buying a product or service — they’re investing in the service experience. The State of Service Expectations reveals what 4,500 professionals say makes or breaks brand loyalty.

We break down where companies are falling short, how expectations are shifting fast, and what leading teams are doing to stay ahead.

In this report, you’ll learn:

  • The non-negotiables: What today’s customers expect by default — including fast replies, accurate solutions, and efficient support across every channel.

  • The balanced blend of AI-powered and human-led support: Why 70% say it’s too hard to reach a human, and how to blend automation with empathy to create trust.

  • Reasons behind customer loyalty: What makes customers come back for more or leave for a competitor (Spoiler: 59% say it only takes three or fewer bad experiences)

Download to get the actionable insights your support team needs to deliver standout service.